Our aims and objectives
The doctors who run Embarrassing Problems online doctor services work at DrThom. DrThom aims to make it easier
for you to look after your health.
Regulatory oversight
DrThom is registered with the Care Quality Commission (CQC). DrThom's CQC registration permits DrThom to
manage patients remotely. This means that we have been assessed to comply with the Care Standards Act 2000. DrThom is
registered under the name Expert Health Limited. Expert Health's registration number is E010000570. Details of the CQC
are: Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG; switchboard 0207 448
9200.
Registered manager
The registered manager for DrThom's postal services is Dr Thomas Van Every. Dr Van Every is DrThom's Medical
Director and is a registered UK doctor who works at the Genito-urinary Medicine (GUM) Department at London's Chelsea and
Westminster NHS Foundation Trust. Dr Van Every is a member of the Royal College of Obstretrics and Gynaecology. You can
write to Dr Van Every at DrThom, Ground Floor, 197-199 City Road, London EC1V 1JN.
Doctors' qualifications
As of March 2009 five doctors manage DrThom's online patients. DrThom clinicians are overseen by Dr Van Every.
Dr Nneka Nwokolo, DrThom's Clinical Director, is a consultant in the GUM Department at the Chelsea and Westminster NHS
Foundation Trust and is responsible for clinical audit. It is our policy that DrThom clinicians always volunteer their
name and registration number when communicating with a patient online.
Confidentiality and data protection
DrThom has a legal obligation to comply with UK Data Protection legislation. DrThom is not allowed to
pass patient information to third parties that are not involved in the services provided through this website without the
patient's explicit permission.
Charges and method of payment
The Embarrassing Problems online doctor service aims to offer specialist postal services that do not break the
bank. The prices of all our postal services are clearly listed on this website. Postage and packaging for all treatments,
is charged at £4.95 per customer order. You can make payment using a valid debit or credit card.
Delivery times for medicines sent by post
All prescription medicines are sent by Royal Mail Special Delivery. If you place your order before noon Monday
to Thursday and the doctor deems you suitable for treatment, Royal Mail guarantee next day delivery of your medicine
before 1pm. If you place your order before noon on a Friday and the doctor deems you suitable for treatment, Royal Mail
guarantee delivery of your medicine on the following Monday before 1pm. Delivery is subject to your parcel being signed
for and if your order is placed at the weekend it will not be processed until Monday morning. Where a large volume of
patients are requesting treatment simultaneously, our doctors may not be able to assess your request for treatment on the
same day that you make your request.
Stock availability
Whilst we will make every effort to ensure the availability of medicines, this will be subject to fluctuating
demand and to availability from our suppliers. Authorisation of a medicine by the online doctor is no guarantee of
availability, although we will always try to obtain it as quickly as possible.
Terms and conditions
To use the Embarrassing Problems online doctor services, you will have to confirm that you understand and
agree to adhere to the terms and conditions that govern this service.
Annual patient survey
DrThom encourages all patients and external clinicians to provide feedback on the
DrThom service. This feedback is aggregated into our Annual Patient Survey. Our most recent
Annual Patient Survey showed that 85% of patients were very satisfied with the DrThom service, 13% were satisfied, and 2%
were unsatisfied.
Complaints about medical aspects of the service
DrThom has a written complaints policy and procedures. DrThom aims to acknowledge all formal written
complaints made about Embarrassing Problems online doctor services within two working days of receiving them. DrThom aims
to respond fully to all written complaints within five working days of receiving a formal written complaint. To lodge a
formal complaint, you must write a letter to the Medical Director, Expert Health Limited, Ground Floor, 197-199 City
Road, London EC1V 1JN. Anyone unhappy with the response that DrThom has made to a formal written complaint should
contact the Care Quality Commission at the address above, or
email londonsoutheast.ihcomplaints@healthcarecommission.org.uk.
Organisational structure
DrThom is the trading name of Expert Health Limited. Expert Health is a UK registered company with registered
address at 197-199 City Road, London EC1V 1JN, company registration number 4058287.
